Support Specialist I

• Serve as an initial point of contact for employee technology requests and incidents received by phone email chat or the service desk.
• Create categorize prioritize update and close service tickets with accurate troubleshooting steps actions taken and resolution details.
• Troubleshoot common workstation laptop software printing peripheral mobile-device network-connectivity and Microsoft 365 issues.
• Assist with password resets account unlocks multifactor authentication enrollment and routine user-access requests using approved procedures.
• Support employee onboarding offboarding equipment setup workstation deployment software installation and device replacement activities.
• Install configure maintain and troubleshoot computers monitors printers scanners peripherals and approved software.
• Provide branch and remote-user support coordinating with vendors or advanced IT resources when an issue cannot be resolved at the first level.
• Follow approved knowledge articles scripts standards and procedures while providing clear guidance to employees.
• Escalate unresolved recurring security-related or higher-risk issues to the appropriate Systems Administration Infrastructure Security Application or vendor resource.
• Follow up with employees to confirm service restoration communicate status and ensure timely ticket closure.
• Maintain accurate equipment software assignment and support documentation as required.
• Support secure equipment deployment return inventory storage and disposal processes.
• Report suspected security events promptly through established service desk and incident-management procedures.
• Protect confidential information and follow UBank technology access-control information-security change-management and acceptable-use requirements.
• Participate in IT projects testing documentation cross-training and continuous service-improvement activities.
• Provide professional courteous and timely service to employees across UBank locations.
• Perform other duties as assigned.

• Previous experience providing help desk desktop support customer service or related technical support is preferred.
• Basic knowledge of Windows computers Microsoft 365 applications printers mobile devices and common workplace technology.
• Ability to troubleshoot routine hardware software account access printing and connectivity issues using established procedures.
• Ability to create and maintain accurate service tickets troubleshooting notes equipment records and resolution documentation.
• Strong customer service communication active listening and interpersonal skills.
• Ability to explain technical instructions clearly to employees with different levels of technical experience.
• Ability to prioritize requests manage multiple assignments meet deadlines and appropriately escalate unresolved or higher-risk issues.
• Strong attention to detail problem-solving skills dependability and willingness to learn.
• Ability to protect confidential information and follow approved access-control information-security and technology procedures.
• Ability to work independently and collaboratively with IT personnel employees vendors and service providers.
• Ability to provide support across UBank locations and assist with equipment installation movement inventory and replacement.
• Relevant entry-level information technology certification such as CompTIA A or a Microsoft certification is preferred.

• Responds to and resolves assigned service requests within established priorities and service expectations.
• Maintains accurate complete and timely ticket documentation including troubleshooting steps status updates and resolutions.
• Provides professional courteous and clear support that results in a positive employee experience.
• Resolves routine hardware software account access printing and connectivity issues with minimal escalation.
• Escalates unresolved recurring security-related or higher-risk issues promptly with sufficient documentation.
• Completes onboarding offboarding equipment deployment and access-support tasks accurately and on schedule.
• Maintains accurate equipment assignments inventories support procedures and knowledge-base documentation.
• Follows approved access-control information-security change-management and technology procedures.
• Communicates service interruptions ticket status and expected next steps clearly and promptly.
• Demonstrates continued technical development through training cross-training knowledge sharing and increasing first-level resolution capability.
• Contributes to service desk efficiency by identifying recurring issues and recommending documentation or process improvements.
• Reports suspected technology and security events promptly through established procedures.

• Associate degree trade school completion technical diploma or relevant industry certification

• Accountability
• Active Listening
• Attention to Detail
• Collaboration
• Communication Skills
• Customer Focus
• Dependability
• Problem Solving
• Service Excellence
• Systems Proficiency

Required Experience:

IC